Handles incoming/outgoing calls in an attentive, courteous and efficient manner, according to the hotel's standard operating procedures
Provides clear and concise communication while assisting guests with their questions or needs
Anticipates guests needs while providing recommendations of the hotel and local attractions
Assists guests with changes in their room or restaurant reservation
Delivers guest welcome calls upon check-in
Responsible for clear and accurate radio communications with departments of the hotel
Communicates with housekeeping regarding room availability and guest requests
Input and access data in PMS system
Assists with emergencies (medical, fire, power/system failure) by contacting the designated personnel for immediate assistance
Accurately log incoming guest packages
Maintains discretion and confidentiality of all calls, guest room and fax numbers
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to our guests
Maintain a positive inter-departmental relationship through the hotel and with other stakeholders.
Adhere RHG brand standard and experience, and service delivery
Create 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provide employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
Performs other duties required to provide the service brand behavior and genuine hospitality.
Adhere to hotel policies and procedures:
Keeps immediate Supervisor promptly and fully informed of all problems or unusual matters of significance.
Communicate effectively with guests, co-workers and the manager.
Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
Maintain a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment.
At all times projects a favourable image of the Hotel to the public.
Assist in the development of the Hotel business plan and ensure an overall understanding of its departmental goals and objectives.
Attends work on time as scheduled.
Follows safety and security rules and procedures.
Quyền lợi được hưởng
Competitive salary and benefit package
Learning and development within Radisson Hotels Group
Internal Careers Advancement
Company shuttle bus
Uniform & duty meals
Yêu cầu công việc
A minimum of 2 years hospitality experience in customer service
Experience in a call center environment preferred
A degree or diploma in Hotel Management or equivalent
Fluent in the English language
Strong verbal and interpersonal skills
Good operating knowledge of Opera system
A passion for delivering exceptional guest experiences
Well-presented, organized and calm personality
Flexibility to work all shifts including early mornings, evenings, nights and weekends any day of the week.
Yêu cầu hồ sơ
Updated CV with full information of working experiences, education history, personal information and photo